The role reports to the Vice President Sales Greater China and is the leader for Customer Services Sales activity in GC. This is a Sales and Business development role with responsibility for the achievement of the Services financial goals for GC.
The GC Services Director is required to plan, structure, develop and maintain the Sales of Services while ensuring focus on Customer Satisfaction and supporting the achievement of the company’s goals for services.
GC Services Leadership
Align with the GC Sales Leader in defining the GC services strategy and services sales targets, in line with the common vision of the organization
Effectively communicate the services strategy, goals, objectives and results to the services team, GC management team, peers and management hierarchy through a structure of 1-1s, team meetings and business reviews.
Interface with Sales, Systems Engineers and Marketing leadership within GC to structure the delivery of support and services, and drive results on strategic service initiatives.
Recommend plans to Services Management for continued growth of the services business and improved Customer Satisfaction in continuous alignment with the Sales Organization.
Lead by influence the virtual team of in-country Customer Services Resources
Establish interfaces at the CxO Level of the largest partners and customers in the region.
Represent Services within the GC leadership team, building awareness, support and enthusiasm for Services within Juniper
Represents the region in the APAC Services leadership team.
GC Services Business Development
Own Sales Achievement targets for Services mapped to the GC Sales Leader, for the Service Provider and the Enterprise Sectors.
Recruit and manage a highly motivated sales team to achieve its financial objectives
Execute consistent and timely actions in the performance management of the sales team, including hiring, goaling, development planning, performance improvement, development and retention of high performers.
Lead by influence the sales and delivery teams who contribute to optimising achievement of the Services financial goals (Professional Services/Advanced Services/Education Services, Service Inside Sales, Channel, Sales Teams, System Engineering).
Virtually manage our Sales partner and Services Renewals team in GC.
Enforces a solid and consistent Go-to-Market Strategy for Services Engagement towards the customer base.
Ensures the ethics of the commercial behaviour in the region (discounts, channel conflicts, compliance with companies policies and documented justifiable exceptions)
Operates a structured sales management process including forecast management, deal management, account planning, in line with defined tools, guidelines, process and timescales.
Minimum Qualifications:
Job Skills/Required Experience
Track record of operating a structured sales management process to deliver financial goals
Proven ability to recruit, enable and motivate a sales team to exceed its targets
More than 10 years experience in Customer Services Management positions in IT / TELECOM.
Preferred Qualifications:
Job Skills/Required Experience
People management experience and ability to operate and influence in a matrix organisation
Significant experience in operating an indirect sales and service delivery model
Successful Business Development experience with support, professional, and integration services.
Excellent interpersonal, communication, teambuilding, problem solving and planning skills.
Experience in building and maintaining relationships at CxO levels of Partners and Customers.
Experience in managing complex customer services operational/delivery issues to resolution
Knowledge of the Enterprise Markets / Service Provider Markets (an in-depth understanding of specific end-user segments is a plus, for instance, Mobile, DataCenter, Financial Services IT Solutions, etc...)
Proven autonomy in decision making in line with given level of authority
Proven ability to work as part of a virtual team and make best use of resources not under direct control to achieve financial and operational targets
Fluent in English and Mandarin.
Strong communication and presentation skills.
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